Unexplained Hanging-up Of Calls

[Guest Buzby]

Hi there,

 

We have just upgraded to digital Dialogic cards and have run them successfully for about a week.

 

However, today have noticed that calls coming in on a specific DDI are randomly being hung-up by VG before the user gets to press their first keys in response to the first menu. The strange thing is that the problem only appears to occur on one line, and it only happens for around 50% of the calls.

 

I have run through the logs and noticed a specific line occurs on these hung-up calls and wondered if you could offer any information on the fault?

 

160335.77 6 tw DialogicEvent 2086,GCEV_DISCONNECTED,2086,0,0,GCRV_CCLIBSPECIFIC,event caused by cclib specific failure,Normal clearing

 

I have attached today's VGM log containing six phone calls, three of which were successful (i.e. not hung-up) and three which were not. Here's the timings for both types of calls:

 

Unsuccessful (VG hangs up before user gets to 'UserID1: Get Digits' module):

160240.53 - 160243.02

160334.52 - 160336.95

160409.16 - 160411.45

 

Successful (VG doesn't hang up and call progresses normally):

160259.69 - 160308.56

160316.95 - 160327.44

160352.42 - 160401.58

 

I originally assumed this fault to be do with the ISDN-30 circuit provider somehow sending a disconnect message, however the 'event caused by cclib specific failure' message above made me wonder if VG is somehow responsible. Over to you...

0609vgm.txt

[SupportTeam]

The only thing that looks a bit out of standard here is the large amount of pre-answer intialisation that the script is doing before answering the call. But if you look at the time taken to do the init before answering the call it seems to be the same in cases of calls that are successful as in case of calls that are not.

 

Looking at the "tw" trace may give us more information on why the calls are disconnected, please make a few more test calls and post the tw trace (.ZIPed)

 

What is the ISDN protocol on thise line? Are you sure that only 12 (or less) of the channels are enabled on that line?

 

Looking at the timings:

 

Disconnected:

160240.53 6 event callstate OFFERING 6 2,0,0

160241.44 6 event callstate CONNECTED 6 256,0,0

160241.75 6 event callstate IDLE 6 1,0,0

 

OK:

160259.69 6 event callstate OFFERING 6 2,0,0

160300.56 6 event callstate CONNECTED 6 256,0,0

160307.38 6 event callstate IDLE 6 1,0,0

 

OK:

160316.95 6 event callstate OFFERING 6 2,0,0

160317.83 6 event callstate CONNECTED 6 256,0,0

160326.22 6 event callstate IDLE 6 1,0,0

 

Disconnected:

160334.52 6 event callstate OFFERING 6 2,0,0

160335.38 6 event callstate CONNECTED 6 256,0,0

160335.77 6 event callstate IDLE 6 1,0,0

 

OK:

160352.42 6 event callstate OFFERING 6 2,0,0

160353.30 6 event callstate CONNECTED 6 256,0,0

160400.39 6 event callstate IDLE 6 1,0,0

 

Disconnected:

160409.16 6 event callstate OFFERING 6 2,0,0

160410.05 6 event callstate CONNECTED 6 256,0,0

160410.27 6 event callstate IDLE 6 1,0,0